Hi,
I have been a loyal customer with MTN for 10 years, with a current average spend of R7, 100.00 per month.
I have been due for an upgrade since March but decided to wait for the iPhone 5S.
During these months I realised that VODACOM offers contract customers with a average spend of R700 a free handset upgrade every 12 months.
I contacted the call center to find out if MTN offers the same advantage.
This seems to be a black hole.
For the past two weeks I have been trying to get hold of the retentions department.
Retentions Department seems to be the ONLY place in the entire world where I can receive approval for such a request. At times I have been on hold for 55min and the call cuts out.
For two weeks I have not managed to speak to one single person in this department.
I decided to go the closest branch today. Again no luck.
After 2 hours on hold I finally told Mpho (MTN) that I can understand why I am wasting my time, as a customer surely MTN can call this department and resolve this.
A few hours later Mpho contacted me and said the request was declined.
I have an average spend of 10x what is required to qualify at VODACOM.
Does MTN not have any customer appreciation?
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